Welcome to the NC Child Support Internet Payment
Web Site. This site allows child support payors to initiate bank
draft authorizations to satisfy child support court orders via the
web. Although a user may be registered to access NC Child Support
case information, a separate registration is required to submit
child support payments through the NC Child Support Internet Payment
Web Site.
Questions About Registering

Can I have child support payments automatically
withdrawn from my bank account if I am under an Income Withholding Order?

Yes, but income withholding will remain in effect and not be terminated.

If I elect to have child support payments automatically
withdrawn from my bank account, can I pay what I want?

Yes, however, we encourage you to schedule your payments in an
amount equal to your current child support obligation(s) to avoid delinquency.

What do I need to do to have child support payments
automatically withdrawn from my bank account?

Click Non-Custodial Parent at this web
site, register an account, and schedule a payment. You must have a valid e-mail
address.

What if I want to use the web site but I don't have an e-mail
address?

A valid e-mail address is required in order for us to communicate
with you electronically. If you do not have an e-mail address we cannot send you
information such as a confirmation of your transactions. Free e-mail accounts
are available on the Internet. To locate one, use any search engine and search
for "free e-mail."

What information is required to register an account on the web
site?

If you want to register an account for yourself, the following
information is required:

• Name, address, social security number, telephone number, and MPI number of the
person for whom you wish to make a payment.

Where can I find my MPI number?

Your MPI number is located on your payor coupons, child support
court order, and other documents related to your child support order. You may
also contact Customer Service at 1-877-361-5437 or your local child support
office for this information.

Can I have more than one bank account authorized for a payment?

No, you can only authorize one bank account for a payment.

Do I have to have access to the Internet to schedule a payment?

No. You may sign up for a bank draft by submitting a registration
form to the NC Child Support Centralized Collections Operation by US mail or
fax. A form may be requested by calling Customer Service at the following number
or downloading it from this web site.

Note: Semi-monthly and monthly payments will occur on the last day of the
month in months with fewer days than the date scheduled. For example, if the
15th and 30th are selected, February's payments would occur on the 15th and 28th
(the last day of the month).

Can I schedule more than one payment, for example, a payment on
the 20th of the month, as well as a payment every two weeks on Friday?

Yes, however, you will need to schedule each payment separately.

What day will funds be withdrawn from my bank account?

Funds will be withdrawn on the scheduled payment date. If that date
falls on a Saturday, Sunday, or bank holiday the funds will be withdrawn the
next business day.

How long will it take for Child Support Enforcement to receive a
payment once it is withdrawn from my bank account?

You will receive credit for the payment on the same date that it is
scheduled to be withdrawn from your bank account.

What happens if my payment is scheduled for a weekend or a
holiday?

If a withdrawal falls on a Saturday, Sunday, or bank holiday, the funds will be
withdrawn the next business day. Your child support account will be credited the
day the funds are withdrawn from your bank account.

When may I schedule a payment?

A payment must be scheduled at least two business days prior to its
due date, assuming that your bank account information has been previously
verified (prenote).

What is the earliest date that I can select for my first payment
date?

Your first payment date must be at least five business days from
the date you register your account. This will allow sufficient time for your
bank account information to be verified (prenote). If your account has been
previously verified then the payment must be scheduled at least two business
days prior to its due date.

Example: If you register your account and establish a payment schedule on
Monday the 1st, you must set your first payment date no earlier than Monday the
8th.

I entered a start date and the web site calculated a different
date for my first payment. What am I doing wrong?

If you entered a start date that is less than five business days
from today's date, your date will be automatically adjusted to include the five
business day verification (prenote) process.

Example: Today is January 26 (Monday) and a payment frequency of
semi-monthly (15th and 30th) is selected. Friday the 30th is entered as the
first payment date. The first payment date is set to February 16.

The 16th is determined by calculating five business days (January 27 - February
2), and then determining if the 15th is a business day. Since the 15th is on a
Sunday your first payment date is set to the 16th.

Questions About the
Verification (Prenote) Period

What happens after I register an account and establish a payment
schedule?

If your bank account information has not been previously verified,
it will be submitted to your bank for verification (prenote). If the prenote is
successful, your payments will be withdrawn as scheduled. If the prenote is
unsuccessful, you will be notified by e-mail and no payment will be processed.

Why would a prenote be returned as unsuccessful?

Most prenotes are returned as unsuccessful when the bank account
information was entered incorrectly.

I received an e-mail that the prenote was unsuccessful. What
should I do now?

Edit your bank account information through this web site and
reschedule your payment. The prenote will be resubmitted. You may want to
contact your bank if you need assistance identifying the routing and account
numbers.

Questions About Editing or Changing an Account

How do I make a change to my account?

Make your changes through this web site.

I changed my bank account, what should I do?

Edit your bank account information through this web site. A prenote
will be sent to verify the new bank account information. In addition you will
need to establish a new payment schedule since any existing payment schedule(s)
will be cancelled when you edit your bank account information.

If a child support payment is due before the end of the five business day
verification (prenote) period, you will need to mail your payment in order to
avoid delinquency.

How do I reactivate a bank draft that I previously cancelled?

Establish another payment schedule through this web site.

I authorized a bank draft and now I want to change it. What do I
need to do?

Change or cancel your payment through this web site. You must allow
two business days prior to the payment's scheduled date to make your changes.

Questions About Unavailable
Funds

What if my bank account does not have sufficient funds to cover
a payment?

You must cancel your payment at least two business days prior to
its scheduled date. You can cancel your payment at this web site.

What if I fail to cancel the payment two business days prior to
its scheduled date and there are insufficient funds in my account?

Your account will be placed on hold and your automatic withdrawal
will be cancelled. You will then be required to remit all future payments by a
guaranteed payment instrument such as a money order, cashier's check, certified
check, or credit card.

Why is my account on hold?

We attempted to withdraw the funds from your bank account and they
were not available. You will be required to remit all future payments by a
guaranteed instrument such as a money order, cashier's check, certified check,
or credit card.

A valid e-mail address is required in order for us to communicate
with you electronically. If you do not have an e-mail address we cannot send you
information such as a confirmation of your transactions. Free e-mail accounts
are available on the Internet. To locate one, use any search engine and search
for "free e-mail."

How can I obtain my MPI number?

Your MPI number is located on your payor coupons, child support
court order, and other documents related to your child support order. You may
also contact Customer Service at 1-877-361-5437 or your local child support
office for this information.

Can I make a credit card payment if I am under an Order for
Income Withholding?

Yes, but income withholding will remain in effect and will not be
terminated.

Is there a minimum payment requirement?

Yes, there is a minimum payment requirement of $1.00.

What is the maximum payment that I can make?

The maximum payment that you can make in one transaction is
$9,999.99; assuming that your card has that amount of credit available. Multiple
transactions can be made in one day as long as each transaction does not exceed
$9,999.99, and the appropriate amount of credit is available.

What is the purpose
of the convenience fee?

The credit card convenience fee is allowed under the provisions of
North Carolina G.S. 147-86.22 and in accordance with the Department of Health
and Human Services' (DHHS) Cash Management Plan. DHHS charges the fee in order
to offer the public the convenience of using this easy payment method. Without
the convenience fee, the cost of providing this service would be prohibitive.

How much is the convenience fee?

The convenience fee for using this service is $5.00.

Will the convenience fee be applied to my child support
obligation?

The convenience fee is separate from your child support obligation
and is not applied to it.

When will my credit card be charged for my child support
payment?

Your credit card is charged at the time you submit the transaction,
and your credit card company authorizes it.

When will my payment be applied to my child support account?

A payment made before 11:00 P.M., will be applied two business days
from the day it was made on the web site.

Can I make a payment for a non-custodial parent with my credit
card?

Yes, you can use your credit card to make a payment for a
non-custodial parent; however, you will need their first and last name, social
security number, and MPI number.

What is the CVV2/ CVC2 3-digit security code and where do I find
it?

The CVV2/ CVC2 3-digit security code is an added security measure.
It is used to establish that you are in possession of the credit card. The code
is printed just above the signature panel in reverse italics on the back of your
card. Usually your card number precedes it.

My credit card transaction was declined, what should I do?

You will need to contact your credit card company to determine why
the payment was not authorized. It could have been declined for one of the
following reasons:

• There is a discrepancy between the address you entered and the billing address
that is on file with the card-issuing bank. You must enter the billing address
that appears on your credit card statement.

• A foreign address (a country other than the US) was entered. The web site is
unable to process credit card payments with a foreign address.

An online statement is an electronic version of your paper child support statement that you receive at this web site. It is a convenient and reliable alternative to a paper statement. You can view and pay your child support obligation at this web site, or you can print a coupon and mail it with your check or money order to the North Carolina Centralized Collections Operation.

Is an online statement the same as an e-mail?

No, an online statement is an electronic version of your paper statement that you receive at this web site. However, we will notify you via e-mail when your statement is available.

Are online statements free?

Yes, online statements are free.

Do online statements contain the same information as paper statements?

Yes. The only difference is that they are conveniently delivered to this web site, instead of your home mailbox.

Will you inform me when my online statement is available?

Yes, you will receive an e-mail when your statement is available at this web site. We must have your current e-mail address on file to ensure you receive notification.

Is an online statement more secure than a paper statement?

It can be. When you avoid receiving the mounds of paper associated with paper statements you also do away with the need to store and shred statements that may contain confidential information.

What if I need a paper copy of my statement?

The last six months of your online statements are available at this web site. You can always print a copy if you need one.

How do I switch from a paper statement to an online statement?

It’s easy, just register at this web site and select the option to opt-in for online statements. You will begin receiving your statement online within one to two statement cycles.

What payment options are available?

You can choose from numerous payment options: automatic bank draft, credit card, or print a coupon and mail it to the North Carolina Centralized Collections Operation with your check or money order. You can schedule your bank draft or credit card payment at this web site and eliminate the need to mail a check or money order.

Questions About Security

I am having trouble creating a user ID or password.

Your user ID and password must each consist of at least two
numbers, six letters, and not exceed 12 characters in length. In addition, they
cannot contain any special characters. For example, question marks, number
signs, periods.

Can my password be the same as my user ID?

No, it must be different from your user ID.

Does my password ever expire?

No, your password does not expire.

I forgot my password. What do I need to do?

On the login page, click "Forgot your password?", enter the
required information, and create a new password.

If I forget my password and change it, but remember it later and
want to change it back to the original can I?

Yes, you can.

I tried to register an account on the web site and received the
message "user not found." What should I do now?

Contact Customer Service at 1-877-361-5437 and verify that your
name, address, and social security number are correct in the child support
system.

Questions About Technical
Issues

It appears there is a problem with the web
site. What do I need to do?

Contact Customer Service at 1-877-361-5437 to report the problem.

Unauthorized Access of an
Account

I believe someone has access to my web site user ID and
password. What do I need to do?

Change your user ID and password through this web site.

Money has been withdrawn from my account without my permission.
What should I do?

Contact Customer Service at 1-877-361-5437 immediately. You will be
asked to submit your claim in writing.